Technical Support Specialist

Job Description:

• This position is part of a contracted 24x7x365 staff that provides frontline computer systems and application diagnostics and support, along with being the primary communications channel between the customer, support personnel and management.

 
Education; Experience Requirements

• Formal education in Computer Science or related IT field or equivalent experience is required.
• Knowledge, Skills, Abilities
• Requires excellent interpersonal skills and the ability to communicate effectively in both an oral and written manner.
• The successful candidate will be expected to work with other professionals such as coordinators, operating company
• transmission control center personnel and management in a team-oriented and sometimes stressful environment.
• Ability to apply excellent customer service skills
• Ability to meet Critical Infrastructure Protection (CIP), Sarbanes-Oxley and other federal regulatory compliance
• requirements.
• Ability to multitask and prioritize tasks based on criticality and operational impact to the Bulk Power system.
• Ability to follow and properly apply both Change Management processes and knowledge-based procedures
• Working knowledge of Windows based operating systems preferred
• Working knowledge of AIX or other UNIX based operating systems preferred
• Working knowledge of distributed computer networks is a plus.
• Ability to build and maintain relationships with key customers
• Ability to work nights, weekends, and holidays as a part of rotating shift
• Critical thinking/Problem solving abilities

Job Responsibilities

• Day to day monitoring of the primary SCADA and ancillary systems for health and availability
• Front line problem resolution and coordination of repairs with EMS Department Personnel and/or other company
• personnel
• Notification to key customers for the coordination of system outages and events that may impact other critical
• systems.
• Provide input to the Team Lead and Supervisor on continual process improvement and customer feedback
• Thoroughly track and document cases to completion with the help of EMS Department personnel
• Adhere to all Electronic and Physical access policies
• Day to day monitoring and support of Business Continuity and Disaster Recovery systems

Other Requirements

• Federal Energy Regulatory Commission Standard of Conduct must be understood and signed
• The successful candidate must adhere to Separation Protocol
• The successful candidate must pass all requirements required by the Client Company Insider Threat Program.
• Enhanced screening (including background, drug screen, and psychological assessment) is required if you are
• selected.
• This position may be sequestered local to the control center as part of essential personnel requirements during
• severe inclement weather situations
• This position requires shift work. Operating shifts are 8 or 12 hours long and rotate between night and day shifts